📋 Bookings, From Quote to Complete

Booking Amendments

When customers need to change their bookings, Package Modifications provides a structured workflow.

Types of Amendments

Amendment Type	Handled Via	Notes
Room changes	Package Modifications	Swap room types, change occupancy
Add/remove passengers	Package Modifications	Affects pricing and allocation
Optional components	Package Modifications	Add/remove activities, excursions
Pre/post stays	Package Modifications	Add/remove accommodation extensions
Add standalone services	Builder Tab	Flights, insurance, transfers
Date changes	Complex - may require new booking	Depends on availability

Package Modifications Workflow

1. Open Modify: From Builder tab, select package and click “Modify”
2. Review in Wizard: Booking Wizard opens with current configuration
3. Make Changes: Adjust passengers, rooms, options, pre/post
4. Review Pricing: System shows updated pricing with changes highlighted
5. Commit or Reset: Apply changes to itinerary or cancel

Price Preservation

Kaptio preserves original prices for unchanged services:

• Existing service lines keep their original price
• New additions get current live pricing
• Removed services may trigger cancellation fees

Example: Customer booked Japan Discovery at $4,400. Six months later, they add a pre-stay hotel. The tour stays at $4,400 (original price), but the hotel is priced at today’s rate.

Amendment Limitations

• No record lock: Two users can edit simultaneously—establish process controls
• Cancellation fees not in wizard: Passenger/room cancellations with fees require separate cancellation process
• Documents don’t auto-regenerate: Agent must regenerate and resend after changes

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Payment Collection

Kaptio supports flexible payment collection through multiple channels and methods.

Payment Schedule Configuration

Payment schedules define when payments are due:

Component	Configuration Options
Deposit	Percentage or fixed amount, due on booking
Progress Payment	Percentage or fixed, due X days before travel
Final Balance	Remaining amount, due X days before travel

Schedules can be set at:

1. Channel level (default)
2. Package level (override)
3. Service level (specific rules)
4. Itinerary level (exceptions)

Pay Per Passenger vs. Pay Per Itinerary

Mode	Description	Best For
Pay Per Passenger	Each passenger has own payment schedule	Direct customers, households
Pay Per Itinerary	One payment schedule for entire booking	Trade partners, group bookings

Configuration is set at Channel level with Account-level overrides available.

Payment Methods

Method	Description
KT Pay	Integrated gateway (BPAY, EWay, cards)
Payment Link	Sent in content documents, customer self-service
Manual	Agent enters payment received via other channels
Bulk Import	Finance imports bank transfers, external gateways

Payment Collection Flow

Option Status → Deposit Payment → Confirmed Status
Confirmed → Progress Payment → Balance Payment → Fully Paid

The system automatically converts Option to Confirmed when deposit is received.

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Cancellation Handling

Cancellations can be processed at different levels with policy-based fee calculation.

Cancellation Types

Type	Scope	Process
Full Booking	Entire itinerary	Cancellation button on itinerary
Passenger	Single passenger	Cancellation button → select passenger
Service	Individual service	Delete from Builder tab

Cancellation Policy Application

Policies are configured per service with tiered fees:

Days Before Travel	Cancellation Fee
60+ days	10% of booking value
30-59 days	25% of booking value
15-29 days	50% of booking value
0-14 days	100% of booking value

The system calculates fees automatically based on:

• Days until travel start date
• Configured cancellation terms
• Service-specific policies

Fee Override

Users with the “Can Override Cancellation Percentage” permission can adjust calculated fees. All overrides should be documented for audit purposes.

Cancellation Statuses

After cancellation:

Confirmation Status	Meaning
Cancelled Manually	Was unconfirmed, no supplier action needed
Unconfirmed Cancellation	Requires supplier cancellation confirmation

For supplier-confirmed services, a separate process handles supplier cancellation requests.

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Refunds & Transfers

Processing Refunds

Refunds are recorded as negative payments:

1. Navigate to Payments tab
2. Add Manual Payment
3. Enter negative amount
4. Add notes documenting reason
5. Save

For gateway-integrated payments, refund capability depends on the payment gateway. Some require manual processing outside Kaptio.

Fund Transfers

When a customer rebooks to a different tour:

1. Process refund on original booking (negative payment)
2. Apply payment to new booking
3. Document the transfer relationship in notes

Best Practice: Use consistent naming conventions for transfers (e.g., “Transfer from ITN-00001234”).

Bulk Payment Import

For bank transfers and external payment gateways:

1. Finance team prepares import file
2. Upload via Data Import Wizard or custom application
3. Payments are matched to bookings
4. Manual reconciliation for unmatched amounts

Kaptio is productizing a bulk import solution to simplify this process.

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Payment Reminders

Configure automated reminders for upcoming payments.

Reminder Configuration

Using Salesforce Flows, you can:

• Send reminder X days before payment due date
• Escalate if payment is overdue
• Create tasks for agents to follow up

Content Integration

Payment information can be included in content documents:

• Payment schedule with due dates
• Outstanding balance
• Payment link for self-service collection

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Reporting

Key reports for booking lifecycle management:

Payment Reports

Report	Purpose
Outstanding Payments	Amounts due by date
Payment Aging	Overdue payments by age
Collection by Method	Breakdown by payment type
Pay Per Passenger	Individual passenger balances

Amendment Reports

Report	Purpose
Recent Amendments	All changes in period
Price Adjustments	Bookings with price changes
Service Additions	Added services after booking

Cancellation Reports

Report	Purpose
Cancellation Summary	All cancellations with fees
Cancellation by Reason	Grouped by cancellation reason
Supplier Cancellations	Pending supplier confirmations

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Best Practices

For Amendments

1. ✅ Always review pricing before committing changes
2. ✅ Document reason for amendment in notes
3. ✅ Regenerate and resend documents after changes
4. ✅ Notify suppliers of material changes

For Payments

1. ✅ Send payment reminders before due dates
2. ✅ Process bulk imports daily for bank transfers
3. ✅ Reconcile payment reports weekly
4. ✅ Follow up on failed payments immediately

For Cancellations

1. ✅ Review calculated fees before processing
2. ✅ Document any fee overrides with reason
3. ✅ Process supplier cancellations promptly
4. ✅ Issue refunds within company SLA